Specialist Tech Service Mgmt- Incident Commander or administrators, Service Desk,24/7 rotational

Job description

**About The Team** Our team is looking for a Senior Global Crisis Incident Commander to respond to and mitigate critical and high impact global events and escalations. Working within a specialist team, you will be responsible for directing and coordinating the Major Incident process with related activities of resolver teams across multiple AT&T Support organizations and taking lead on major incidents to ensure the business receives relevant communications/updates and service is restored against SLAs. **Job Summary** The **Incident Administrator (IA)** is responsible for the **administrative, coordination, and communication execution** of technology incident management. The IA serves as the **first responder and operational anchor** for declared incidents, ensuring disciplined process adherence, accurate documentation, structured communications, and timely engagement of required resources. This role is intentionally designed to **separate administrative orchestration from technical command** , enabling the **Incident Commander (IC)** to focus on diagnosis, decision‑making, and service restoration. This separation is a deliberate reliability control aligned with ITIL and SRE practices. **Key Responsibilities** **Incident Orchestration & Administration** - Establish and manage incident bridges for Sev 1–3 incidents (Sev 4 as required). - Serve as the initial responder to incidents, ensuring timely structure and engagement. - Own incident administration and coordination throughout the lifecycle. **Engagement & Escalation Management** - Coordinate and track engagement of technical teams, vendors, and leadership per Incident Commander direction. - Manage attendance, participation, and follow‑ups during active incidents. - Execute escalations and call‑to‑work actions in accordance with incident severity and guidance. **Communication & Stakeholder Updates** - Own structured incident communications, including status updates, milestone notifications, and resolution summaries. - Maintain consistent cadence and message discipline across incident bridges and stakeholder channels. **Timeline, Evidence & Documentation** - Maintain the authoritative incident timeline, capturing key actions, decisions, and timestamps. - Ensure documentation accuracy and validation with the Incident Commander. - Support post‑incident transitions by delivering complete and reliable records for PIR/RCA activities. **Process Adherence & Handoffs** - Enforce incident management procedures, severity handling, and required handoffs. - Ensure clean transition from active incident management to post‑incident review processes. **Shift Timing (if Any)** - Rotational 24 x 7 Shifts. **Location: Bangalore/Hyderabad/Chennai** **Primary / Mandatory Skills** - Being part of a Global Incident Management shift pattern to ensure 24x7 coverage. - Take full responsibility for major incident management from initiation until an acceptable IT work around is in place. - Manage all Severity and Crisis incidents, ensuring they are with the correct team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions - Work closely with technical/engineering teams, the Operations Command Center, Service Desk, and other Incident Teams to ensure effective identification of incidents - Lead any 'major incident reviews' or participate in the appropriate ‘post incident review’ in line with incident management processes and procedures to ensure effective post incident documentation is produced to prevent repeat issues affecting business users and reduce the number of incidents generated. - Collaborating with engineering teams, obtaining a deep technical understanding of their core tools and associated processes - Progressing incidents with engineering in line with agreed service levels. - Ticket management ensuring stakeholders are updated on progress, timeframes and resolution plans - Continual service improvement log is managed and maintained. - Ensures vendors are adhering to all KPIs through quality and reporting checks. - Manages any escalations or queries on the incident/major incident process. - Governs all vendor actions on the incident/problem process. - Working with the engineering teams to conduct root cause analysis on technical issues. Complying with all relevant security, quality, and regulatory policies as well as department development standards. - Continual review of incident processes to ensure optimal performance. **Additional information (if any):** Willing to work in Shift Duties, Willingness to learn is very important as AT&T offers excellent environment to learn Digital Transformation skills such as cloud, Big data, AI, Full stack etc. **Education Qualification:** Bachelor’s/ Master’s degree in computer science or related field **Experience** - Extensive experience in managing incidents, escalations, crisis events, or other relevant experience in a fast tempo Support environment. - Must be fluent in English, both written & verbal. - Must have more than 6+ years of work experience in managing incidents, escalations, crisis events. - Have worked in 24\\*7 Operations. - Familiarity with Incident Management processes and comfortable using first- or third-party industry tools used for Incident Management - This position requires potential work outside of normal business hours and/or an on-call rotation. - Experience of running post-incident reviews to ensure high-quality discussion, reflection, documentation, and continual service improvement. - Experience designing, developing, and implementing Incident Management processes, tools, templates, documents and reports - Excellent problem-solving skills and ability to effectively communicate solutions - Ability to explain technical concepts to technical and non-technical stakeholders - Desire and ability to learn and work with engineers to resolve issues. - Excellent working knowledge